Contact Center Quality Assurance Manager

Quality Assurance Manager

Sydney, NS

We are seeking a detail-oriented and strategic Quality Assurance Manager to lead the QA function in our BPO contact center. This key leadership role directly impacts customer satisfaction and operational excellence.

Key Responsibilities

• Lead the QA team in monitoring and evaluating agent interactions across various campaigns.
• Develop and implement QA frameworks, scorecards, and calibration sessions.
• Analyze quality trends and provide actionable insights to operations and training teams.
• Ensure compliance with client standards, internal policies, and regulatory requirements.
• Conduct audits, feedback sessions, and coaching to improve agent performance.
• Collaborate with stakeholders to align QA initiatives with business goals.
• Prepare and present quality reports to internal leadership and clients.

Qualifications

Location

All MCI Locations. Must be authorized to work in the country where the job is based.

Background Check

Must be willing to submit up to a Level II background and / or security investigation with a fingerprint. Job offers are contingent on background / security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

EEO Statement

MCI is an equal opportunity employer and is committed to a diverse and inclusive workplace. MCI provides equal employment opportunities to all employees and qualified applicants in accordance with all applicable laws, regulations, and ordinances. All employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI’s commitment to a diverse and equal opportunity work environment.

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